I've been using the NIS 2012 Identity Safe local vault for some time. I've also had it synced with the online vault for some time and I can sync across multiple PCs that have the full version of Norton Internet Security 2012 loaded just fine.
But when i try to access the online vault from any PC, eitehr at home or work, i receive an error message:
"
Error!
An unexpected error has occurred. Please try again, if the error persists please contact customer support
"
It takes my Norton acount info, then asks for my vault password, and then presents the above error on the web page.
Any ideas?
I've tried IE9, IE8. Symantec Chat support's idea was to install another browser but that seems like a silly work around...
Are you facing this issue when trying to login to Online Vault from NIS 2012 product installed in your machine or when logging into Online Vault using Identity Safe Web Protal??
An unexpected error has occurred. Please try again, if the error persists please contact customer support
Hi jwelhouse,
Can you try the ID safe web portal again and see if you still have the issue? I think you will be able to log in now.
I am aware of the "tracert" information you collected for Symantec in terms of what the last few referenced IP addresses were. I had the same issue with the ID safe web portal and the ending part of my tracert was the same as yours.
I just tested again this evening and it now works for me even with the exact same tracert information.
I would like to share one anomaly that I have with Identity Safe. When it set itself up, it essentially duplicated each login.
In other words, Identity Safe has each login twice when I go to view them from the Internet Explorer toolbar.
Actually, when I try to edit my list of usernames and passwords through the full local NIS 2012 client, my list is blank until I enter search terms then the list will populate, but with only one instance of a searched login....very odd behavior.
My list is extensive too… I’ve been using the product for some time.
Thanks very much for the update. I believe there is something else going on in your case then. When I had this problem with the very same ending tracert information I just got a message saying "Validating Vault password" and it never went to the next step. This problem is now resolved even using the same route.
At first I believed the error message you received might simply be a slightly different variation of what I was seeing but perhaps you had a secondary issue as well. You also reported your issue at almost the same time as when I encountered the issue I was seeing. I think our problems were triggered by the same issue initially but it now appears that you have something else going on.
Are you currently using an online ID safe vault or did you revert to a LOCAL ID safe vault because of these problems?
Do you have an ID safe backup that preceeds the original problem? If so, then I would suggest that you do a fresh backup just as a precaution. Then, delete (initialize) your ID safe information by entering the wrong password 3 times. Then choose to reset your ID safe vault. Be sure to do this for both LOCAL and ONLINE vault as applicable.
Then create a NEW online vault. Import your ID safe back which you had before this problem started, not from the one which I just asked you to create.
See if you are still having problems at this point.
I would like to share one anomaly that I have with Identity Safe. When it set itself up, it essentially duplicated each login.
In other words, Identity Safe has each login twice when I go to view them from the Internet Explorer toolbar.
Actually, when I try to edit my list of usernames and passwords through the full local NIS 2012 client, my list is blank until I enter search terms then the list will populate, but with only one instance of a searched login....very odd behavior.
My list is extensive too… I’ve been using the product for some time.
Hi,
There have been some problems with the servers at the Norton site. Identity safe is one of the features that has taken a hit. Another is the online backup. Things are improving. I had trouble last night with identity safe and it seems to be fixed today. I know that I can't get any promises for tomorrow so I'll just wait until then as see what happens.
Very interesting. I just saw that same error ONE time and then it worked. The error actually popped up after entering the Norton Account credentials but before entering the online ID safe vault password.
I tried a few times after that and it worked fine.
I'm using my online ID safe vault, I'm just putting up with the problemns in hope they can be resolved.
I already tried an overwrite of the online data with a post 2012 backup.
If a 2011 back up worked I'd have more than a few passwords to update.... I use password management softwar for this reason.:(
Hi jwelhouse,
Please also see my last post before this. Was this post 2012 backup done when you were not experiencing any problems with ID safe? If not, then it is of limited use.
Also one thing I can tell you from when I had this problem is that the route in question was causing me to not be able to log into the ID safe web portal. It appears that it also (not surprisingly) caused NIS to not be able to sync properly with the ID safe server to save the online ID safe information. I found out from Symantec that in such cases NIS would cache the ID safe information locally on your hard drive which would allow that one computer to see the ID safe vault but not another computer.
I believe from your description you were also seeing a similar problem.
So the first thing is whether you still receive that error, again note my last post.
Then I think it would still be useful to explicitly RESET your vault. Ensure that both Local and online vaults are gone.
Once you have done that, see if you still get the error message when you try to log into your online ID safe portal through "identitysafe.norton.com". It should tell you explicitly that you have no vault at that point.
Then create a completely fresh Online vault. Verify that a second computer can access the vault. It should show empty at this point because you have not imported your backup yet.
Then import your ID safe backup and verify that all computers can log into your online vault and see te populated login list...
